Hotel Front Office Management, 3rd Edition

EMPLOYEE SAFETY PROGRAMS 401HOSPITALITY PROFILE?Juliano, the director of mation to 30–35 other hotels in the greater BostonJohnsafety and security at the area. This is especially helpful when a person goesRoyal Sonesta Hotel in Cambridge,Massachusetts, men-several years ago in Boston, a man went to several ho-from hotel to hotel causing problems. For example,tioned his participation in the Security Directors’ tels and set off fire alarms (he actually set a fire at oneNetwork, which consists of a group of hotels that hotel); when the unsuspecting and panicked guestsgather and share information on security issues. For ran from their rooms, he would enter and steal theinstance, if an incident occurs at the Royal Sonesta guests’ possessions. The network was helpful in trackinghis actions. However, nine of ten times when he re-Hotel involving a nonpaying guest, he fills out a reportand faxes it to the director of security at the BostonMarriott Copley Place, who then faxes the inforson,Mr. Juliano will have no information toceives a request for information about a specific per-supply.• All emergency communications leaders on duty are to report to the front office foran emergency communications meeting. Directions will be given for assisting guestsand employees to evacuate.• Employees on duty will take direction from the emergency communications leaderson duty on assisting guests and employees in evacuating the hotel.TRAININGThe emergency communications managers on duty should receive ten or more hoursof training in leading a crisis situation. This training must be documented, with two hoursof refresher training every year.Current employees will receive two hours of training in emergency evacuation procedures.New employees will receive training in emergency evacuation at the time oforientation. Refresher training, two hours every year, is required of all employees.Employee Safety ProgramsThe hospitality industry is rife with opportunities for employee accidents. Behind thescenes are many people crowded into small work areas, busy preparing food and beveragesand performing other services for the guests. The employees who are most in dangerinclude those whose equipment is in need of repair or who work in areas that are toosmall or who depend on other employees who are not attentive to the job at hand. Thefront of the house also provides opportunities for accidents. Employees and guests mustuse public areas that may be overcrowded or worn from continual use. The followinginformation on hotel law provides insight into an innkeeper’s responsibility:TLFeBOOK